Fitbit Pay stopped working after latest update

[Robyn-TWR]

Since the recent firmware update to the Ionic, Fitbit Pay has stopped working. I have deleted and reinstalled the card multiple times. I have also shutdown my Ionic and restarted it. Nothing works. At the payment point, my Ionic vibrates but the payment terminal asks me to insert it swipe my card. Obviously,, I can’t swipe or insert my watch - so something is no longer working correctly. Can Fitbit please help

[Azza_h]

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@SilviaFitbit the error we are all getting isn’t on the watch the error is on the eftpos terminal it’s something along the lines of “contactless payments not available please insert or swipe your card” but if I get the cashier to cancel and reintitiate the transaction then take my watch off my wrist and then put the watch back on my wrist and then enter my pin on the ionic and try again Fitbit pay will then work again. To me it seems like perhaps the system needs to be changed to require you to enter your pin each time you want to use Fitbit pay. Rather than only requiring you to enter your pin after the watch stops detecting a pulse.

yes I have performed the steps in that post and Fitbit pay will work for a day or two then stop working. As above I am able to make it work again by taking the watch off my wrist and then back on after which it prompts me for my pin to unlock the watch and then Fitbit pay works again for 24hrs or so.

As per this previous reply from me click me I’ve also been able to get Fitbit pay to work with custom watch faces but only if I go into the watch faces settings and disable internet and location services. If I enable them so the watch face can get the weather etc then I can’t get Fitbit pay to work 

[jonb1760]

I followed @AntWs process. basically just turned the App off and restarted the Ionic and low and behold success at Woolworths. previously no joy there.

One addition I did was kept the default clock face.

I will try elsewhere and see what happens.

[SunsetRunner]

I too followed @AntW’s process (just turned the fitbit app off and resrarted my versa watch) and then fitbit pay works very well at any payments.

[RJFord]

Quick update. I have now been using @AntW’s workaround for several days now and can confirm Fitbit pay has worked at all vendors that were failing post the upgrade. I have not had a single failure using this method.

Thus I will re-iterate the compatibility issue that appears to exist between the contactless software  on the watch and the Fitbit app on the phone.

@SantiR - support have not yet made contact with me.

cheers

rich

[jonb1760]

Mark that Ditto for me to. 

[Kcap79]

Same here - definitely has something to do with the app.  After using perfectly for 6 months then tearing my hair out for a few weeks - AntW you are my hero!!

Fitbit need to sort this because it really is a pain in the a$$

[SunsetRunner]

Has someone tried to pay by fitbit pay, after latest /2.86/ update. How it works now??

[SilviaFitbit]

Hey @Azza_h. Thanks for getting back and letting me know about the troubleshooting that you've tried. I've shared your post with our Support team, they will continue assisting you with this matter. 

Thanks for sharing what has helped you @jonb1760 and @SunsetRunner. 

I'm glad to hear that the workaround has been helping you @RJFord. I've noticed that you have a case with our Support team and they haven't replied yet because it was escalated to another level of Support, they will continue assisting you. 

I'll be around if you need further assistance. 

[Robyn-TWR]

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@RJFord wrote:

Quick update. I have now been using @AntW’s workaround for several days now and can confirm Fitbit pay has worked at all vendors that were failing post the upgrade. I have not had a single failure using this method.

Thus I will re-iterate the compatibility issue that appears to exist between the contactless software  on the watch and the Fitbit app on the phone.

@SantiR - support have not yet made contact with me.

cheers

rich

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I agree. There seems to be a comparability issue between the App and the contactless Pay software on the watch. @AntW’s workaround is working faultlessly for me, but only until I next open the App to sync the watch. Once I do that, I need to repeat the process. 

I do not believe the issue has anything to do with the Australian Eftpos terminals being at fault, as has been suggested, as this fix appears to be working. It’s a nuisance, as I sync several times a day (in a challenge fanatic) so I hope Fitbit look into this potential fix soon. 

[jonb1760]

Regards Jon.

[Rob-Dogg]

https://community.fitbit.com/t5/Ionic/Fitbit-Pay-not-working/m-p/3228071#M84242

[SunsetRunner]

anyone has tried this solution?

[AntW]

Thanks for the suggestion @Rob-Dogg. I just tried your method yesterday, uninstalled the wallet, reinstall and a couple of resets as directed. Unfortunately it didn't work for me at Ikea this morning. Same issue where the terminal says there is a contactless issue and the swipe or insert card and transaction needed to be restarted again by the operator.

Fortunately, Commbank finally implemented apple pay the other day and I used that on my iPhone as a backup which worked flawlessly. 

[Robyn-TWR]

@AntW Hi there, was it you (in an earlier post somewhere on the forum) that suggested that after the App & the watch have been communicating (syncing) that you need to close down the App and restart the watch - and then it works?  If it was you, has that stopped working for you?

So far, if I remember to do both of those things Pay has worked flawlessly. If I forget to do either of this steps, it’s likely to fail. 

It’s a nuisance, as it means I end up restarting the Ionic multiple times a day, but as a short term workaround, it’s acceptable - so long as Fitbit fix the issue in a reasonable time

[AntW]

Hi @Robyn-TWR,

Yep that was me that mentioned the link between the app being open and the fitbit pay failing, which I found in another thread. I'm glad the workaround is working well for you and others that have tried it. The resetting workaround still works well for me when applied.

However, since apple pay was released by commbank on iphone, I've been playing around with that and stopped resetting my fitbit so that I could have the fitbit app open during the day on my phone. When @Rob-Dogg posted his workaround I thought I'd give it a go and see if it it would fix the problem. Unfortunately it didn't for me today but perhaps I've followed the instructions incorrectly. It failed at Ikea while I had the app still running on my phone. As we know, if the app isn't running everything will work just fine so that's really the key criteria to see if it's a valid fix.

I'd be keen to see if anyone permanently fixes the problem with robdogg's suggestion. If so, I'll give it another go and put it down to me not doing it correctly.

Have you tried it yourself?

[Robyn-TWR]

I’ll read @Rob-Dogg‘s Suggestion now. It’s such a pain to restart the phone after each time I sync. I really want a better solution too. 

BTW, I have ANZ on Apple Pay - it’s been faultless so far 

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@AntW

Just read it. I tried that a while back, quite a few times actually.  Didn’t work for me. It took closing down the app and then restarting the Ionic with the App still closed - then it works. But doing that multiple times a day gets old pretty quick. 

[ina-fan]

Tearing my hair out with this! @AntW Do you have all day sync on/off for Fitbit, please? Or do you swipe up to close background and then leave it to do whatever? Thanks!

[AntW]

Hi @ina-fan. 

I don't think it matters whether you have all day sync on or off to allow the workaround to effective because fitbit pay only seems to work when the app is closed anyway. Mine is currently set to on.

The two critical points are:

1) only use fitbit pay when the app is totally closed, ie not running in the background.

2) reset your watch once the app has been closed and don't open it again. If you do open the app and it syncs with your watch, fitbit pay will stop working. Then you'll have to close the app and reset your watch again.

To be clear of you want to use the app, feel free to, but make sure you close the app fully and reset your watch each time if you want fitbit pay to work.

I hope this helps!

And fingers crossed for a proper fix from fitbit soon.

[SilviaFitbit]

Thanks for keep sharing those details @Robyn-TWR. Since, you already have a case with our Support team, they will continue assisting you on this matter. 

Hey @AntW ,@Robyn-TWR, @jonb1760 and @Rob-Dogg. I appreciate the details that you've mentioned and for trying the workaround that has been mentioned here. Don't hesitate to share your experience with this, it can help others that are participating on the thread. 

I'll be around if you need further assistance. 

[Rob-Dogg]

This worked for me today.

closed off Fitbit App,

Restarted phone and Ionic (just to make sure it was no longer connected to phone)

entered Pin on Ionic when it came back on

purchased lunch using Ionic